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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading global workplace technology operations, focusing on service delivery, operational improvement, and strategic governance. Proven ability to manage large teams, optimize financial performance, and ensure compliance with regulatory standards.
Highest-signal resume keywords
Global Workplace Technology Operations LeadershipIT Service Management (ITIL / ITSM)Financial Planning and Performance ManagementOperational Improvement through AutomationVendor Management and Sourcing
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service GovernanceRemote Support ManagementIncident and Problem ManagementServiceNow or Comparable PlatformsData-Driven Operational ImprovementDigital Employee Experience InsightsWorkplace Endpoint TechnologyMultimedia Services ManagementService-Level Agreements (SLAs)Operational KPIs
Soft Skills
Team BuildingCross-Functional CollaborationDecision-MakingTalent DevelopmentStakeholder Coordination
Tools & Technologies
ServiceNowDigital Experience TelemetryWorkflow AutomationAI-Assisted OperationsSelf-Service Platforms
Industry Keywords
Financial ServicesRegulatory ComplianceOperational ResilienceAudit ReadinessSupplier Resilience
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Own global delivery, performance and evolution of Swiss Re's employee workplace technology operations
- Lead Workplace Service Management, remote second-level support, onsite Field Services, workplace hardware lifecycle services, and meeting room and multimedia technology support
- Lead a geographically distributed organization and govern outcomes delivered by internal teams and external service partners
- Set the global Workplace Operations strategy, service portfolio and operating model
- Own end-to-end service delivery outcomes across the enterprise Service Desk, remote support, onsite teams, engineering specialists and managed-service providers
- Lead onsite technology support across the Americas, EMEA and Asia Pacific
- Oversee end-user hardware provisioning, onboarding, deployment, replacement, recovery, reuse and secure retirement
- Ensure technology readiness for meeting rooms, multimedia services, office openings, moves, closures and major employee events
- Lead service-management governance across incident, major incident, request, problem, change, knowledge, service-level and service-transition practices
- Drive root-cause analysis, permanent remediation and reduction of recurring incidents and avoidable service demand
- Establish SLAs, XLAs and operational KPIs
- Ensure compliance with security, privacy, regulatory and internal-control requirements
- Oversee audit readiness, control evidence, management actions, service continuity and supplier resilience
- Own financial planning and performance, budgets, forecasts, service cost drivers, workforce and supplier spend, investment cases and cost optimization
- Lead strategic partner governance, sourcing and service transitions
- Manage vendors against contracted outcomes, quality, experience, innovation and value
- Build an evidence-led improvement roadmap using employee feedback, digital experience telemetry, workflow automation, self-service and AI-assisted operations
- Own operational assurance for workplace transformations, large-scale technology deployments and provider changes
- Strengthen critical employee journeys including joining, moving, changing devices, seeking support and leaving
- Lead and develop a multi-region organization of 150+ employees
- Serve on the Digital Workplace leadership team and partner with Product, Engineering, Security, Infrastructure, HR, Facilities, Finance and business leaders
- Act as senior escalation and decision point for critical service matters
Requirements
What you’ll need- 15+ years in enterprise IT operations or Digital Workplace, including several years as a Director or Head of a significant global service organization
- Prior end-to-end accountability for global remote support, onsite Field Services, service governance and strategic outsourced service providers
- Proven experience establishing data-driven operational improvement capabilities using service analytics, digital employee experience telemetry and customer feedback
- Demonstrated ability to work across Operations, Product and Engineering to eliminate recurring issues at their root cause, reduce support demand and improve end-to-end employee experience
- Proven record of leading managers across regions, building effective teams and developing talent, succession and delivery accountability
- Deep practical knowledge of IT service management (ITIL / ITSM), major incidents, problem and change management, service transition, ServiceNow or comparable platforms, and measurable service and experience outcomes
- Strong commercial and financial leadership, including substantial operating budgets, outcome-based managed-service contracts, supplier negotiation, service cost optimization and sourcing decisions
- Demonstrated delivery of operational modernization through automation, self-service, AI-enabled support, digital employee experience insights and continuous improvement
- Strong understanding of workplace endpoint and collaboration technology, device and asset lifecycles, field support and multimedia services
- Experience managing security, regulatory controls, audits, operational resilience and risk in a complex enterprise
- Experience in financial services or another regulated industry is advantageous
- Credibility with senior executives and ability to coordinate decisions across Technology, Security, Finance, Procurement and business stakeholders
Benefits
Comp & perks- Performance-based bonus
- Inclusive and flexible work environment
- Professional development opportunities
- Additional rewards and benefits
- Equal opportunities to thrive and develop professionally